MONTHLY REPORT NOVEMBER 2024

1 E-BUSINESS MONTHLY REPORT | NOVEMBER 2024

SUMMARY

01. Website Performance 02. Online Reputation Management 03. Social Media 04. CRM Marketing 05. Editorial & Partnerships

2

WEBSITE PERFORMANCE

3

CONSTANCEHOTELS.COM

AUDIENCE OVERVIEW

4

CONSTANCEHOTELS.COM

ACQUISITION OVERVIEW

5

CONSTANCEHOTELS.COM

HIGHLIGHTS

* PPC = Pay Per Click: Advertising method where the brand pay each time a user click on the advertising.

6

CONSTANCEHOTELS.COM

HIGHLIGHTS

All Conversions (month over month)

Pay Per Click Results (month over month)

Organic Traffic (year over year)

▼ -2.8%

New Organic Users

24.3K

▲ 19.6%

Transactions

250

▲ 14%

Transactions

66

▼ -3.1%

Organic sessions

43K

▲ 33.8%

Revenue

€1.59M

▲ 21%

Revenue

€372K

▲ 66.7%

Transactions

130

▲ 11.9%

Conversion rate

0.18%

▼ 3%

Ads Spend

€12.252K

▲ 24%

ROAS

3043%

▼ 11%

Cost per click

€0.16

All Conversions: Transactions increased by 19.6%, totaling 250. Revenue saw a significant rise of 33.8%, reaching €1.59M. The conversion rate also improved by 11.9%, now at 0.18%

Pay Per Click (PPC) Results: Transactions increased by 14%, totaling 66. Revenue grew by 21%, amounting to €372K, while ad spend slightly decreased by 3%, no w at €12.25K. ROAS (Return on Ad Spend) saw a boost of 24%, standing at 3042%, and the cost per click improved, decreasing by 11% to €0.16. Organic Traffic: New organic users slightly declined by 2.8%, totaling 24.3K, and organic sessions decreased by 3.1%, reaching 43K. However, transactions increased significantly by 66.7%, totaling 130.

7

C-RESORTS.COM

AUDIENCE OVERVIEW

8

C-RESORTS.COM

ACQUISITION OVERVIEW

9

CONSTANCEHOSPITALITY.COM

AUDIENCE OVERVIEW

10

CONCLUSIONS

INSIGHTS

constancehotels.com

constancehospitality.com

c-resorts.com

11

ONLINE REPUTATION MANAGEMENT

12

CONSTANCE HOSPITALITY MANAGEMENT

SUMMARY - NOVEMBER

13

CONSTANCE HOSPITALITY MANAGEMENT

REVIEWS AND MANAGEMENT RESPONSE - NOVEMBER

14

CONSTANCE HOSPITALITY MANAGEMENT

REVIEWS AND MANAGEMENT RESPONSE - NOVEMBER

15

CONSTANCE HOSPITALITY MANAGEMENT

SOURCES - NOVEMBER

15

CONSTANCE HOSPITALITY MANAGEMENT

REVIEWS -NOVEMBER

17

CONSTANCE HOSPITALITY MANAGEMENT

SEMANTIC ANALYSIS -NOVEMBER

18

CONCLUSIONS

INSIGHTS - NOVEMBER

Management Response Rate: The response rate remains strong at 98.0%, with 687 out of 701 reviews addressed. Positive reviews had a 98.7% response rate, while negative reviews were addressed at 75.0%. The average response time was maintained at 3.0 days, reflecting consistent efficiency. Review Volume: Total reviews decreased to 864 (-95 compared to the previous month). Tripadvisor achieved the highest response ratio at 99.4%, followed closely by Booking.com at 98.6%. Sentiment: The sentiment score slightly declined to 88.4% (-0.8). Positive sentiment was influenced by Experience and Service, while areas such as Room and Value negatively impacted the score, with concerns raised about air conditioning and pricing. Global Review Index (GRI): The GRI score decreased slightly to 95.3% (-0.8), indicating a minor decline in overall guest satisfaction. Response Time: The average response time remained steady at 3.0 days, with the fastest response time recorded for positive reviews at 2.9 days. Negative reviews took an average of 8.7 days, reflecting room for improvement in addressing concerns more promptly.

19

CHR SOCIAL MEDIA STATISTICS

20

FACEBOOK

▲ 0.1%

Followers

334.9K

▲ 15.5%

Page reach

3.6M

▲ 15.6%

Page visits

11.3K

▲ 49.8%

Impressions

9.6M

▲ 11.1%

Engagement

4.9K

21

FACEBOOK

TOP POSTS

22

INSTAGRAM

▲ 0.3%

229.9K

Followers

▼ 49.9%

1.1M

Account reach

▲ 18.4%

17K

Page visits

▼ 42.6%

2.5M

Impressions

▼ 0.8%

14K

Engagement

▼ 1.8%

12.7K

Posts’ Likes

▼ 21.2%

229K

Story Impressions

23

INSTAGRAM

TOP POSTS

24

PINTEREST

TOP BOARDS

▲ 0.1%

Subscribers

1.2K

▼ 2%

Monthly Viewers

166.5K

▲ 4%

Impressions

171.6K

▲ 22%

Engagement

1.3K

▲ 24%

Engaged Audience

1.1

▲ 26%

Saves

113

25

YOUTUBE

Sustainability actions at Constance Ephelia Most watched video

Total audience

▲ 0.01%

2.9K

▲ 69%

Video views

32.9K

▼ 10%

Total Impressions

48.4K

Click on images to view posts online

26

FACEBOOK PAGE PER HOTEL

27

OVERVIEW

Hotel

Page followers

Page visits

Reach

Impressions

Engagement

18.6K ▲ 0.8%

8K ▲ 1.6%

107.4K ▲ 3.1%

168K ▼ 32.7%

2.1K ▲ 0.5%

CBMP

13.3K ▲ 0.8%

2.8K ▲ 3.7%

296.6K ▲ 12.1%

107K ▼ 62.3%

198 ▼ 50.7%

CPM

9K ▲ 0.3%

2.4K ▲ 4.3%

101.7K ▲ 2%

44K ▼ 73.9%

302 ▲ 115.7%

CHM

9.9K ▲ 0.8%

3.7K ▼ 3.6%

203.2K ▼ 4.7%

300K ▲ 0.3%

1.2K ▲ 44.6%

CMM

6.9K ▲ 1.1%

1.6K ▲ 4.7%

107.7K ▲ 12%

572K ▲ 62%

696 ▲ 11.6%

CLS

5.5K ▲ 0.6%

4.2K ▼ 18.7%

107K ▼ 12.1%

50K ▼ 77%

781 ▼ 49%

CES

9.9K ▲ 0.6%

2.3K ▼ 26.6%

208.6K ▼ 2.7%

50K ▼ 13%

481 ▼ 59.5%

CTM

10.7K ▲ 0.3%

883 ▼ 19.7%

144.2K ▼ 33%

173K ▲ 479%

41 ▼ 62%

CSM

11.3K ▲ 0.2%

1.5K ▼ 11.5%

158K ▲ 32.4%

168K ▲ 442%

306 ▲ 51.5%

CTR

28

FACEBOOK

TOP POSTS

Click on images to view posts online

29

FACEBOOK

TOP POSTS

Click on images to view posts online

30

CONCLUSIONS

INSIGHTS

Best performing posts : This month again, UGC performed well. Our top-performing posts mostly featured the different experiences guests. We can also note that our audience engaged a lot with our Green Globe Platinum post on our pages. Facebook & Instagram : Facebook ads continue to perform well, demonstrating strong engagement and delivering consistent results. On the other hand, we have noticed a drop in Instagram KPIs. This can be attributed to the boost we experienced in October, which was driven by the Wellness Reset campaign, our collaboration with an influencer, and other initiatives that significantly elevated performance that month. M

31

C RESORTS

32

DISCLAIMER

FACEBOOK METRICS DEPRECIATION

As of September 2024, Meta has implemented significant changes to Facebook's metrics, affecting how performance is tracked and reported. Several key metrics have been deprecated to streamline reporting in line with the new Pages experience. This update has impacted our reporting, leading to a noticeable drop in several metrics.

These changes, while disruptive, are intended to improve the quality of metrics provided and eliminate outdated or redundant data points. It's important to note that the changes are retroactive, so past reports may not align perfectly with current data.

We are actively monitoring these changes and digging deeper into their impact.

Please find official Meta statement here & our reporting platform’s statement here .

33

C RESORTS FACEBOOK

11K

Followers

▲ 0.8%

344.61K

Page reach

▼ 36.2%

2.8 K

Page visits

▲ 142.3%

Impressions

▼ 16.9%

533K

Engagement

▲ 150%

1.2K

34

C RESORTS FACEBOOK

TOP POSTS

Click on images to view posts online

35

C MAURITIUS FACEBOOK

Followers

▲ 4.1%

7.8K

268.7K

Page reach

▲ 452.2%

8.1K

Page visits

▲ 144.6%

Impressions

▲ 480.8%

655K

Engagement

▲ 1162.9%

3.3K

36

C MAURITIUS FACEBOOK

TOP POSTS

Click on images to view posts online

37

C RODRIGUES FACEBOOK

▲ 0.9%

Followers

14.6K

▲ 122.4%

201.3K

Page reach

Page visits

4.7K

▲ 7.9%

▲ 169.1%

Impressions

408K

Engagement

1.6K

▲ 309%

38

C RODRIGUES FACEBOOK

TOP POSTS

Click on images to view posts online

39

C RESORTS INSTAGRAM

Followers

▲ 0.6%

13.2K

▲ 184%

Account reach

92.4K

▲ 34%

Page visits

2.2K

176K

Impressions

▲ 232%

Engagement

▲ 13.7%

638

Posts’ Saves

▼ 12.5%

28

Stories Impressions

7.4K

▲ 11.3%

40

INSTAGRAM

TOP POSTS

Click on images to view posts online

41

C MAURITIUS INSTAGRAM

▲ 15.6%

Followers

1.9K

▲ 762%

Account reach

60.7K

Page visits

▼ 14.3%

4.4K

Impressions

▲ 501.5%

207K

Engagement

▲ 434.8%

1.8K

Posts’ Saves

▲ 63.8%

77

Stories Impressions

▲ 58.4%

26K

42

INSTAGRAM

TOP POSTS

Please note that the post on the 22nd of november; Glow party has been deleted due to event cancellation.

Click on images to view posts online

43

C RODRIGUES INSTAGRAM

Followers

▲ 3.5%

2.3K

74.2K

Account reach

▲ 1.9K%

▼ 23.9%

Page visits

1.7K

▲ 1114.5%

Impressions

160K

Engagement

▲ 600.6%

3.4K

▲ 11.8%

Posts’ Saves

18

Stories Impressions

▼ 37.1%

2.3K

44

INSTAGRAM

TOP POSTS

Click on images to view posts online

45

CONCLUSIONS

INSIGHTS

October overview: Overall, social media performance has been positive, with strong increases in reach, impressions, and engagement across all platforms.

Instagram: performance remains solid, with significant growth in engagement and impressions, highlighting strong audience interest and interaction.

Facebook: C Mauritius and C Rodrigues showed consistent growth, with increases across all key metrics, including page visits.

Upcoming Focus Areas : Moving forward, we’ll focus on maintaining this momentum while addressing opportunities to improve page visits where needed.

46

CHR SOCIAL MEDIA STATISTICS CHINA

47

WECHAT

ORGANIC + PAID TRAFFIC

6,524 ▲ 3.6%

Follower No.

276 ▲ 360%

New followers

A person in a dress on a beach

46 ▼ 25.8%

Follower lost

Description automatically generated

8,199 ▲ 171%

Total impressions

Luxury holiday at CHM

Recent awards of Constance Hotels & Resorts

48

WECHAT – MINI PROGRAM

ORGANIC TRAFFIC

Top 5 Access Sources

250

8,488 ▲ 1.88%

Monthly total page visits

206

200

3,393 ▲ 10.8%

Total Users

150

135

227 ▲ 18.2%

New Users

111

109

100

11 ▼ 8.3%

Forwards

45

50

0

Recently use

Search

WeChat article WeChat menu

PC end

Recently use Search WeChat article WeChat menu PC end

49

LITTLE RED BOOK

TOP 3 POSTS WITH HIGHEST IMPRESSIONS

2,514 ▲ 41.6%

A screenshot of a cellphone

Follower No.

A screenshot of a cellphone

A screenshot of a cellphone

Description automatically generated

Description automatically generated

Description automatically generated

5,448 ▼ 23.3%

Impressions

389 ▲ 188%

Likes

23 ▼ 43.9%

Comments

174 ▲ 295%

Addto Bookmark

130 ▲ 242%

Forwards

1,314 ▲ 38%

Homepage visits

586 ▲ 581%

New followers

CHM - Luxury holiday at CHM

CMM – Explore underwater wonderland

CBMP – Your dreamy island vacation

22 ▼ 38.8%

Follower lost

50

WEIBO

TOP 3 POSTS WITH HIGHEST VIEWS

Follower No.

104.8K

20.2k ▲ 54.2%

Impressions

7 ▼ 36.3%

Engagements

6 ▼ 50%

New follower

CES – marvelous nature location

CPM – Junior Suite on stilts

CBMP – Your dreamy island vacation

51

SOCIAL PAID ADS

INCREASED A TOTAL OF OVER 700K IMPRESSIONS ON BOTH SOCIAL PLATFORMS

WECHAT

LRB

CPM CNY 116.75

Total impressions 78,870

Total reach 334,177

Total impressions 621,215

CTR 5.14%

CPC CNY 2.27

CTR 0.46%

CPC CNY 2.97

CPE CNY 6.59

Ad Spent CNY 9,207.9

Ad Spent CNY 8,487.73

Conversion rate 7.72%

52

CONCLUSIONS

INSIGHTS

November overview: In November, we have launched paid ads on WeChat and LRB to promote the exclusive offer for CMM and CHM, achieving higher impressions and significant follower acquisition on both platforms. However, due to the Double 11 Shopping Festival mechanism, the traffic on LRB has a slight decrease as the platform allocated more traffic for e-commerce purpose. Best performing posts : This month, LRB remained as the main and most active platform in terms of UGC and follower acquisition, followed by WeChat. “Luxury holiday at CHM” achieved the highest impressions and engagement among all the posts, indicating online users’ great interest in CHM. W e also noticed that more online attention and discussion of CES and CLS due to the direct flights from China to Seychelles.

53

CRM MARKETING

54

EMAIL CAMPAIGN

SEGMENTED NEWSLETTER: GOLF & WINE 2024

Delivered

17809

Bounce Rate

2.59%

Opt-Out Rate

0.17%

Open Rate

49.5%

Link Clicked Rate

3.3%

55

TRANSACTIONAL EMAILS

PRE-ARRIVAL EMAILS

Hotel

Delivered

Opened

Hard Bounced

Soft Bounced

Open Rate

CBMP

190

163

2

1

85.79%

CPM

-

-

-

-

-

CHM

81

64

2

3

79.01%

CMM

138

118

0

2

85.51%

CLS

124

110

4

1

88.71%

CES

203

156

7

2

76.85%

Total

736

611

15

9

83.02%

56

TRANSACTIONAL EMAILS

POST-STAY EMAILS

Hotel

Delivered

Opened

Hard Bounced

Soft Bounced

Open Rate

CBMP

765

538

73

11

70.33%

CPM

277

218

21

4

78.70%

CHM

210

158

22

2

75.24%

CMM

283

213

15

2

75.27%

CLS

398

280

29

9

70.35%

CES

1031

711

97

8

68.96%

Total

2964

2118

257

36

71.46%

57

ECHO PRIVILEGE CLUB

LOYALTY PROGRAMME STATISTICS

58

CONCLUSIONS

INSIGHTS

The Golf & Wine newsletter targeted select countries in Europe and the Middle East as well as the Seychelles. These countries were chosen based on their markets' booking patterns and tendencies. No Pre-Arrival email were sent out for Constance Prince Maurice over the month of November due to technical issues related to data flow between Opera Cloud and NextGuest. This is currently being monitored by both NextGuest and HRS team to find an appropriate solution. Echo Privilege Club enrolments stayed on a constant increase, reaching a total of 5,078 members by November 31st.

59

EDITORIAL

60

NEWS

61

BLOG

62

PARTNER PROMO/AWARDS

63

PARTNER PROMO/AWARDS

64

ACTIVE PARTNERS 2024

65

THANK YOU

E-Business ebusiness@constancehotels.com